Manager

• Manage the day-to-day operations of the Application Support team, ensuring timely resolution of incidents and service requests in line with agreed SLAs.
• Act as the escalation point for complex or high-impact application issues, ensuring effective communication with stakeholders and resolution within agreed timescales.
• Identify recurring application issues, recommend areas that require improvement and work with IT colleagues to eliminate these issues.
• Oversee the controlled promotion of application changes into the live environment, ensuring adherence to defined change control procedures.
• Provide leadership, coaching, and development for the Application Support team, including performance management and resource planning.
• Collaborate with project and product teams to ensure operational readiness for new or upgraded applications, including support documentation and training.
• Apply adhoc data changes where significant numbers of records require updating, to make best use of business resources.
• Manage relationships with third-party vendors and support partners, ensuring service delivery meets contractual obligations.
• Monitor application performance and user satisfaction, producing regular reports and driving continual service improvement initiatives.
• Support business continuity and disaster recovery planning for critical applications.
• Ensure compliance with IT governance, security, and audit requirements, where applicable
• Communicate and engage effectively with all levels of the organisation up to and including Exec level to provide effective technical support and assist with implementation of IT solutions to support business strategy.

Application Support Manager

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